ITIL Training Courses

ITIL Training

Information Technology Infrastructure Library courses

ITIL Course Outlines

ID Name Duration Overview
116112 ITIL®: Intermediate Lifecycle Stream: Service Strategy (SS) 21 hours The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:  Service Strategy Principles  Defining services and market spaces  Conducting Strategic Assessments  Financial Management  Service Portfolio Management  Managing demand  Driving strategy through the Service Lifecycle  Understanding Critical Success Factors and risks
116111 ITIL®: Intermediate Lifecycle Stream: Service Design (SD) 21 hours The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Management and control of all Service Design activities Management and application of Service Design concepts, inputs, outputs and activities Knowledge of Service Design principles and management of Service Design processes Control and coordination of Service Design technology related activities Justification and control of the organizational and technological issues on Service Design Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
116110 ITIL®: Intermediate Lifecycle Stream: Service Transition (ST) 21 hours The main target group for the ITIL Expert Qualification: Service Transition Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:  Introduction to Service Transition  Service Transition Principles  Management and control of all Service Transition activities  Service Transition Related activities around communications, commitment and organizational change  Organizing Service Transition  Control and coordination of Service Transition technology related activities  Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
116108 ITIL®: Intermediate Lifecycle Stream: Continual Service Improvement (CSI) 35 hours The main target group for the ITIL® Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. Examination costs are not included.Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Introduction to Continual Service Improvement  Continual Service Improvement Principles  Continual Service Improvement Process  Continual Service Improvement Methods and Techniques  Organisation for Continual Service Improvement  Technology for Continual Service Improvement  Implementation Considerations  Critical success factors and risks.
116107 ITIL®: Intermediate Capability Stream: Operational Support & Analysis (OS&A) 21 hours The target group of the Operational Support and Analysis Certificate is:  Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.  IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme  Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management. This may include but is not limited to, IT professionals, business managers and business process owners. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Service Management as a Practice  Service Operation Principals  Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis  Specific emphasis on the Service Operation Lifecycle processes and roles included in: Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels o Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users  Operational activities of processes covered in other Lifecycle phases such as: Change Management Service Asset and Configuration Management Release and Deployment Management Capacity Management Availability Management Knowledge Management Financial Management for IT services IT Service Continuity Management  Common Service Operation activities related to Service Operation and Support  Organizing for Service Operation which describe functions to be performed within the Service  Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management  Service Operations and Support Service Operation roles and responsibilities  Technology and Implementation Considerations  Challenges, Critical Success Factors and risks.
116106 ITIL®: Intermediate Capability Stream: Service Offerings & Agreements (SOA) 28 hours The target group of the ITIL Certificate in Service Offerings and Agreements is:  Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.  IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme  Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:  Service Management as a Practice  Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum  Service Portfolio Management which provides documentation for services and prospective services in business terms  Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint  Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place  Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented  Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management  Financial Management which includes ensuring understanding of the service value and the management of all financial considerations  Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management  Common Service Operation activities related to Service Offerings and Agreement  Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement  Service Offerings and Agreement roles and responsibilities  Technology and Implementation Considerations  Challenges, Critical Success Factors and risks  CSI as a consequence of effective Service Offerings and Agreement.
116105 ITIL®: Intermediate Capability Stream: Release, Control & Validation (RC&V) 28 hours The target group of the ITIL Certificate in Service Offerings and Agreements is:  Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.  IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme  Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:  Service Management as a Practice  Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management  Change management as a capability to realise successful service transition  Service validation and testing as a capability to assure the integrity and the quality of service transition  Service asset and configuration management as a capability to monitor the state of service transition  Knowledge management as part of enhancing the on-going management decision support and service delivery capability  Service request fulfilment and evaluation to assure meeting committed service level performance  Common Service Operation activities for supporting the service management Lifecycle  Release Control and Validation process roles and responsibilities  Technology and Implementation Considerations  Challenges, Critical Success Factors and risks And specifically in the following key ITIL process and role areas:  Change management  Service release and deployment management  Service validation and testing  Service asset and configuration management  Knowledge management  Request fulfilment  Service Evaluation
116104 ITIL®: Intermediate Capability Stream: Planning Protection & Optimization (PP&O) 28 hours The target group of the ITIL Certificate in Service Offerings and Agreements is:  Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.  IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme  Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Service Management as a Practice Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization Capacity management as a capability to realise successful service design Availability management as a capability to realise successful service design IT Service Continuity Management as a capability to support overall Business Continuity Management Information security management as part of the overall corporate governance framework Planning, Protection and Optimization roles and responsibilities Technology and Implementation Considerations Challenges, Critical Success Factors and risks. And specifically in the following key ITIL process and role areas: Capacity Management Availability Management IT Service Continuity Management Information Security Management Demand Management Challenges, Critical Success Factors and Risk Management for Service Planning, Protection and Optimization
116103 ITIL®: Intermediate: Managing Across the Lifecycle (MALC) 35 hours In order to achieve ITIL Expert certification, you must successfully complete the Managing Across the Lifecycle capstone course, and have accumulated sufficient credits across a balanced selection of ITIL subject areas. This is five days course that closes and summarizes Lifecycle and Capability Intermediate paths by concentrating on essential learning points and knowledge IT management staff require on pivotal organizational topics. Price does not include the cost of the exam. Key concepts of the service lifecycle Communication and stakeholder management Integrating service management processes across the service lifecycle Managing services across the service lifecycle Governance, roles, people, competence and the organization Measurement Implementing and improving service management capability Summary, exam preparation and directed studies
46830 ITIL® Foundation Certificate in IT Service Management 21 hours The ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services and is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services. The course culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management and is a pre-requisite for further training in ITIL that leads to the ITIL Expert Certificate in IT Service Management. Service Management as a Practice Efficient development of new services and the improvement of existing services Good practice Functions, Roles and Processes Service Strategy: overall business aims and expectations Types of Service Provision Service Portfolio Management Financial Management Demand Management Business case Service Design: developing a solution to meet the needs of the business Service Catalogue Management Supplier Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Service Transition: implementing service designs so that service operations can manage the services Service Asset and Configuration Management Change Management Knowledge Management Release and Deployment Management Service Operation: day to day, business as usual activities Incident Management Problem Management Request Fulfilment Event Management Access Management Functions: Service Desk, Technical Management, Operations Management and Applications Management Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision CSI Model Deming Cycle Examination Multiple choice 40 questions per paper 26 marks required to pass (out of 40 available) - 65% 60 minutes duration If taking an exam, candidates are required to provide a Photo ID with a valid signature e.g. driving license, passport or named work ID badges prior to sitting their exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided.
116109 ITIL®: Intermediate Lifecycle Stream: Service Operation (SO) 21 hours The main target group for the ITIL Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. Examination costs are not included. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:  Introduction to Service Operation  Service Operations Principals  Service Operation Processes  Common Service Operation Activities  Organizing Service Operation: Functions  Technology Considerations  Implementation Considerations  Challenges, Critical Success Factors and Risks

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